Dynamic Customer Experience Associate – AI‑Driven Support & Customer Success Specialist at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re redefining the way businesses connect with their customers. Our mission is to empower companies with intelligent, human‑centric support solutions that scale effortlessly. As a fast‑growing SaaS platform in the financial workflows space, we blend cutting‑edge AI with a relentless focus on service excellence. If you’re passionate about turning every customer interaction into a memorable experience and thrive in a culture that values ownership, curiosity, and continuous improvement, we want you on our team.

Why This Role is a Game‑Changer

This isn’t just another support ticket‑taker. It’s an early, high‑impact position that sits at the heart of brighthush’s customer journey. You’ll be the first line of defense, the bridge between our users and the product, and the catalyst for systemic improvements. Your work will shape how we build features, refine processes, and ultimately deliver delight to our clients.

Key Responsibilities

• Own the Customer Voice Internally – Analyze inbound issues, calls, and conversations to surface patterns and actionable insights. Translate these into clear product feedback and bug reports that guide engineering priorities.
• Resolve Support Requests End‑to‑End – Manage tickets across email, chat, and phone. Use AI tools to draft responses, research solutions, and close loops faster than manual workflows allow.
• Elevate Our Knowledge Base – Maintain and grow the help center, FAQs, and self‑service content. Identify recurring questions and work proactively to eliminate friction.
• Collaborate Cross‑Functionally – Partner with Product, Engineering, and Operations to reproduce bugs, validate fixes, and prioritize feature requests. Serve as the connective tissue that aligns customer needs with technical execution.
• Champion Continuous Improvement – Own gaps in processes, propose enhancements, and drive implementation without needing constant direction.

Essential Qualifications

• Minimum 2 years of B2B customer support or success experience in the accounting, payments, or related financial tech sectors.
• Proven track record in integration‑heavy environments where customers rely on APIs and complex workflows.
• Early‑riser mindset – comfortable starting your day at 8 AM ET and available during peak customer hours.
• Demonstrable AI‑native workflow – be able to walk us through how you use Claude, ChatGPT, or similar tools to accelerate research, drafting, and problem‑solving.
• Exceptional written communication – your responses should be clear, warm, and precise. You can author help articles and bug reports with equal finesse.
• Comfort with ambiguity – you’ve thrived in environments where playbooks were still evolving and helped build them.
• Technical curiosity – you can read basic error messages, understand workflows, and translate technical details into plain language for customers.
• High ownership mindset – you spot gaps, take initiative, and close them without being prompted.

Preferred (But Not Required) Qualifications

• Experience with ticketing systems like Linear, Zendesk, or Intercom.
• Familiarity with API documentation and developer onboarding.
• Background in SaaS product support or customer success roles.
• Knowledge of compliance and security best practices in financial technology.

Skills & Competencies

• AI fluency – comfortable leveraging generative AI for drafting, summarizing, and research.
• Strong analytical mindset – ability to identify root causes and systemic issues.
• Excellent verbal and written communication – able to convey complex ideas simply.
• Adaptability – thrive in a fast‑moving, evolving environment.
• Collaboration – work seamlessly with cross‑functional teams.
• Customer‑centric mindset – always put the user first.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Associate, you’ll:

• Gain deep product knowledge and technical insight that positions you for future roles in Product Management, Engineering, or Customer Success Leadership.
• Participate in monthly “Innovation Labs” where you can propose new features or process improvements.
• Access a curated learning library covering AI, SaaS product strategy, and customer psychology.
• Receive mentorship from senior leaders who have built successful customer‑centric organizations.
• Earn a spot on the “Voice of the Customer” board, influencing product roadmap decisions.

Work Environment & Culture at brighthush

We’re a remote‑first company that values results over hours. Our culture is built on:

• Transparency – Open communication channels, regular all‑hands meetings, and shared OKRs.
• Ownership – Every team member is empowered to make decisions and drive impact.
• Continuous Learning – Quarterly hackathons, AI workshops, and skill‑sharing sessions.
• Diversity & Inclusion – A vibrant community that celebrates different perspectives.
• Work‑Life Balance – Flexible schedules, unlimited PTO, and a focus on mental well‑being.

Compensation & Benefits

We offer a competitive salary range of $50,000 – $70,000 per year, commensurate with experience. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance (fully covered by brighthush).
• 401(k) plan with company match.
• Unlimited paid time off and flexible work hours.
• Annual professional development stipend.
• Access to the latest AI tools and software licenses.
• Monthly team virtual socials and quarterly in‑person retreats.

Ready to Join brighthush?

If you’re excited to own the customer experience, leverage AI to drive efficiency, and help shape the future of support at a fast‑growing SaaS company, we’d love to hear from you. Bring your passion, curiosity, and ownership mindset to brighthush and help us create a world where every customer interaction feels fast, human, and genuinely helpful.

Apply now and become the voice that transforms how businesses connect with their customers.